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Inqutec
Known Participant
February 27, 2023
Answered

Forum for paid users of Adobe Extract API to seek support

  • February 27, 2023
  • 2 replies
  • 1782 views

Given that it is irrational for users under the free plan to expect the same promptness and attention for support as paid users, wanted to know if there is a separate forum or community for paid users of Adobe Extract API to seek support. 

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Correct answer Raymond Camden

Thanks for the clarity. Do customers using Adobe APIs via AWS receive greater attention than that of free/trial tier users?


Customers who sign up via AWS do not receive priority technical support.

2 replies

T
Test Screen Name
Legend
February 28, 2023

I think your expecation that being a paying customer will get better, faster or more diligent support is not supported by anything I have seen. You throw reports out into this public forum and some of them get attention in an informal, ad hoc way. It seems to be the new way of doing things, with regards to developer support in many places.

Raymond Camden
Community Manager
Raymond CamdenCommunity Manager
Community Manager
February 28, 2023

This is incorrect. If you are an ETLA customer, you have dedicated support, period. 

    T
    Test Screen Name
    Legend
    February 28, 2023

    Thank you for the correction, I am delighted to hear it. I thought I had seen a number of posts in this forum saying that there was no other way to get support, but I may be mistaken.

    Raymond Camden
    Community Manager
    Raymond CamdenCommunity Manager
    Community Manager
    February 27, 2023

    For folks signing up via AWS, we do not have a dedicated support team. you can ask questions in our public forum or submit a form to our team and someone will respond to you when time permits. Dedicated support is included with Enterprise Term License Agreements which are contracts signed directly with Adobe.

      I
      InqutecAuthor
      Known Participant
      February 28, 2023

      Thanks for the clarity @Raymond Camden

      For posting in the public forum does posting from the root email of the AWS account help Adobe identify that the user is a paying customer, or, is it that all users are seen similarly on the public forum?

      I
      InqutecAuthor
      Known Participant
      March 1, 2023

      Customers who sign up via AWS do not receive priority technical support.


      Surprising to know that. Was assuming that they would get extra attention compared to free tier/trial users.

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